Mapping and comparison of working methods to handle cost of poor quality in the logistics process

This bachelor thesis has been done in cooperation with IKEA of Sweden in Älmhult. It is about a mapping and comparison study of how different companies handle their cost of poor quality (COPQ) in their logistics processes. In this study, we have collaborated with Electrolux, Gekås and Rusta. IKEA has a high COPQ, this means when poor quality occurs in their processes. This has attracted much attention in recent years and there is room for improvement. The part of the value chain chosen in this project is the logistics process. The purpose of this bachelor thesis is to map IKEA´s logistics process, then compare IKEA´s way of working with other companies through a benchmarking study and finally come up with areas for improvement. This gave the questions: How does IKEA's operate in their logistics process today and handle their cost of poor quality? How do our other partners operate and handle their logistics processes and cost of poor quality? What are the similarities and differences between the different companies? To find out how IKEA operates in their logistics process today, it was decided to make a corporate visit to one of IKEA's CDC:s. Here, a questionnaire has been used to get the information that was needed. Later this questionnaire formed the basis for the survey that was used to gather information from our other partners. To gather information from our partners, we have used benchmarking. This was done to see how our other partner organizations operate today and how they work accordingly to this study. The first step of the benchmarking, was to send out the survey to our partners. Later we followed up with personal interviews and visits. The collected data from the different companies formed the basis of the status report of them all. In the analysis, IKEA has been compared to each of our different partners and a summary of the analysis has been made. With the analysis finished, it has been clear that IKEA has some problems in their logistic process and that the cost of poor quality can decrease. This gave us some areas that IKEA can make improvements in. After that conclusion, forklift damages and packaging design are two areas that IKEA can make big improvements in. Detta examensarbete har gjorts tillsammans med IKEA of Sweden i Älmhult. Det handlarom en kartläggning och jämförelse av hur olika företag hanterar sinakvalitetsbristkostnader inom logistikprocessen. Våra samarbetspartners i dettaarbetet är Electrolux, Gekås och Rust